Frequently Asked Questions

My
Account

If you received a promo code with a mailing, enter it in the
"Promo Code" box on the homepage to receive your personalized
information.

How can I update my account and email
preferences?

After you log in to your account, you can click on the My Account
link to update your user information, email preferences, billing and
shipping addresses, and password.

Where is my order history?

Once you log into your account, you can view your past orders
in the Order
History section. Orders placed prior to February 2011 will
not be shown - please contact Customer Care at 866-388-9853
for this information.

Order
Status

To check the shipping status of you recent order Click here.
The shipping status of your order will be updated and available online
as soon as your order leaves our factory.

Our
Guarantee

All of our products are 100% guaranteed to be free of defects
and produced to your order specification. If your purchase isn't
satisfactory, call Customer Care to arrange to return the unused
portion, anytime within one year, for a prompt and courteous refund.
Our tried and true guarantee is that you never risk a penny with
National Pen!

Free
Samples

We are happy to send up to 2 free samples for your review.
Simply contact an Account Executive at 866-900-PENS
(7367).

Imprint

You will see a preview of your imprint on the product before
ordering.
To ensure that your imprint is produced properly, please type your
imprint directly into the Your Imprint fields provided. Note that
pasting copy into the text box could result in imprint errors.

Artwork

You already have my logo on file - do
I need to upload it again on the new pens.com website?

You can Log In
to your account and view logos
and images you have previously uploaded in the Your Images section of
your
account page.

I uploaded my logo on the new pens.com
website - where do I view it?

Your uploaded logo will appear in the Custom Logo pop-up and
below your imprint preview when customizing products (if you have added
your logo to this product). You can also view your logo image in My Account
section.

Why don't I see my logo on my product
image?

You will see your uploaded logo below
your imprint preview. Our expert artists will make sure it
looks perfect
on the product and will send you a proof for approval before your order
is
produced.

Artwork
Requirements

Your logo, trademark, or special lettering must be a minimum
of 300 dpi in PC compatible format and follow the formats and
specifications indicated below:

Payment
Information

Payment is due upon receipt. Terms are granted on approved
credit. Late payments are assessed a late charge. You agree to pay all
the company's reasonable attorney's fees and collection agency fees
incurred in the collection of your late payment. Checks
returned for Non Sufficient Funds will be assessed a $25.00 fee.

Set-Up
Fees

What is a set-up fee?

A visit to any of our plants is truly a fascinating
experience. The vast array of machines used to manufacture your order
is amazing. Machine set-up is one of the costs associated with
producing your order. Every time an order or batch of orders is
produced, we need to stop the machine and get it ready (set-up) to
produce the specific orders. What's interesting is that the cost to
set-up the machine is the basically the same for any sized order from 1
to 1,000,000. Since this fee covers the cost of stopping the machine
and setting it up for the next set of orders, that's why it is the same
for any sized order.